Customer Care Representative
WatchGuard embraces a Flexible Work Philosophy. Most of our employees can choose to work from the office, at home, or any combination of the two. We’ve built a global workforce of outstanding team members and a flexible culture built on trust, collaboration, and belonging.
Position Overview
The Customer Care Representative (CCR) provides in-depth support to end user, WatchGuard Partners, and internal customers. Job duties include assisting with sales orders, general customer inquiries, account maintenance, website navigation, and customer complaints. Inquiries can come in via telephone, email, and web-based cases. All CCRs must project a professional company image through all internal and external customer interactions. The CCR will also update and maintain customer data in the current Customer Relationship Management Tool (CRM), accounting software, and other databases as needed to ensure company protocols are met. The CCR will work in a high pace of work, transitioning from one interaction (case or a live call) immediately into the next interaction.
A Day in the Life
Each day will start with reviewing emails and Microsoft Teams messages for important news and/or events. Then logging into the CRM system to start reviewing cases within your personal queue to identify critical problems that need an immediate reply. The day then continues changing your availability status to take on the next case or call-in priority. Your customers will range from WatchGuard Partners, who help their end user, to the end user themselves. The cases you receive may be new with little information or may come from a Technical Support Representative who has completed discovery of the problem and has escalated the case. You will be adept in your troubleshooting methodology, as well as identifying and gathering information on possible bugs or feature requests to submit to our engineering teams. You will collaborate with your fellow Subject Matter Experts, while helping disseminate knowledge to other groups and co-workers to share knowledge. You will be quick to identify when you’ve exhausted your troubleshooting resources and will prepare the case for escalation to the next level of Support.
Outside of managing new cases and calls, you’ll have opportunities to participate in new product training and beta programs to stay on the forefront of what is current and what is coming, while providing your feedback to help implement improvements to products and software. There will be regular 1-1 manager meetings to track your production and career progress and weekly team meetings to discuss important department or company news.
Skills and Qualifications
- Fluent in English, both speaking and writing.
- Fluent in Spanish both speaking and writing
- Experience in a high-volume customer service call center environment.
- Excellent written and verbal communication skills.
- Strong time management skills, results-focused, and a proactive nature.
- Ability to work independently and take initiative.
- Experience using CRM systems, Salesforce.com preferred.
- Proficiency with Microsoft Office applications.
- High School Diploma or equivalent required
Why Work for WatchGuard?
WatchGuard is a global leader in network security and intelligence, advanced endpoint protection, multi-factor authentication, and secure Wi-Fi. Our award-winning products and services are trusted worldwide by more than 18,000 security resellers and service providers to protect more than 250,000 customers. Our technology keeps our customers ahead of increasingly sophisticated hackers and has fueled record revenues at WatchGuard.
WatchGuard is headquartered in Seattle, Washington, with team members working remotely and in offices worldwide.
Our company culture places an intense focus on our customers and employees. From the newest employee to our CEO, you'll find that each person at WatchGuard embodies our Core Values: Accountability, Community, Belonging, Action, Innovation, and Customer-Centric. Learn more about our company culture at www.watchguard.com/wgrd-careers.
WatchGuard provides equal employment opportunities for all qualified employees, regardless of their race, color, national origin, religion, ancestry, creed, pregnancy, age, sex, sexual orientation (including gender expression or identity), marital status, mental or physical disability, honorably discharged veteran or military status or any other category protected by federal, state or local laws. Our equal employment opportunity (or EEO) policy focuses solely on the talent, hard work, contributions, and actual results achieved by each WatchGuard employee and on the potential of employment candidates to make such contributions. We consider focusing on an employee's protected characteristics rather than on talent, hard work, and actual work results to violate our EEO policy. As an Equal Opportunity Employer, we are committed to a diverse workforce. WatchGuard participates in E-verify.
WatchGuard is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability.